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Réponse de Moving internet

15 avr. 2025

Hello Nina,

Thank you for providing us with your feedback. We sincerely apologise for any inconvenience experienced.

This has been looked into, and I can see that you contacted us regarding experiencing slow speeds 3 days into your hire, and a customer service team member replied to that email explaining that this could be due to the local telecom mast serving the local area (for the data network assigned to you) being repaired by the data provider and a screenshot from the network provider was sent to you showing there was a sudden issue with your location. The customer service representative had recommended sending a replacement device running on a different network, but you had turned down the offer.

I can also see the free trackable return postage label (included in the package) which you used in posting the device back, shows you posted the device back 3 days after your hire ended. I can see from the support thread that you had told the customer service team the reason you posted the device back 3 days after your end of hire period was because you had travelled and returned over the weekend (which appears different from the feedback posted above). Also, I can see all the post offices around your address are open on Saturdays 09:00 am - 12:00 pm

Kind Regards
Moving internet

Réponse de Moving internet

10 avr. 2025

Hello Laura,
This has been looked into, and I can see from Royal mail tracking details page (which I can see the customer service team also shared with you) that Royal mail highlighted that the delivery address your provided was incorrectly addressed, so the device was returned back to us. I can see the delivery address you provided had two flat numbers on it instead of one.
I can also see the customer service team followed up with all your emails to provide as much explanation, updates and guides as possible.
Your payment was made through Paypal, and Paypals system shows your hire was refunded (We do not have any of your payment/funds with us from what i can see on Paypal).
There are certain details Paypal can only share with the Paypal account holder(as in certain details they would only share with you as the account holder and not with us) which can not be shared with us.
Please log into your Paypal account to contact Paypal customer service regarding the refund issued to you, so they can clarify.


Kind Regards
Moving internet

Réponse de Moving internet

10 avr. 2025

Hello Ricard,
Thank you for providing us with your feedback. We sincerely apologise for any inconvenience experienced.

I can see Royal mail tried to deliver the device a day before your start of hire date, and the tracking detail page shows a second delivery attempt was on your start of hire date but there was no answer. So Royal mail returned the package back to us. Unfortunately Royal mail does not send notification to senders of packages/parcels if the recipient was not available to accept the package. It's only after a returned package arrives back with us that we become aware of it being return, and a team member would normally then investigate to find out why it was returned back.

I can see the customer service team also got a replacement device dispatched to you through a Next day delivery service, but you decided you didn't want the device anymore and I can see from Royal mail tracking detail page that you had rejected the replacement device when your local postman/woman attempted to deliver it, so Royal mail return the replacement/backup device back to us.


Kind Regards
Moving internet

Réponse de Moving internet

10 avr. 2025

Hello Tim,
Thank you for providing us with your feedback. We sincerely apologise for any inconvenience experienced.

This has been looked into, and I can see you contacted us 8 days before your start of hire date to ask for coverage of your location. On the day of your enquiry there was a good coverage and no telecom equipment network issues at the location.
I can also see the customer service team re-checked your location a few days before your hire period started(which was 6 days after your initial enquiry), just to ensure the network was still good at your location before we send out a device to you.
The customer service team saw a telecom equipment issue had recently occured at that location and would affect the internet access of everyone in that neighborhood/area using the network. This meant if a device was dispatched to you, you would experience internet speed issues.

So the customer service team sent you an Urgent email (ahead of your start of hire date) to notify you of the telecom equipment issue now affecting the location you wanted to use the device (the location you enquired of, about 6 days prior).
I can also see the team issued you a full refund on the same day and had also notified you about this.
I can see you had also sent an email acknowledging you had received the refund update sent to you.

Unfortunately we have no control over posibilities of telecommunication mast/equipments getting damaged in an area or experiencing failure as every data network provider does experience telecom equipment failure from time to time across the United Kingdom . We do our best to crosscheck internet status of delivetry addresses ahead of sending a device out to customers to ensure customers would have a good internet access when they receive our device.
In this situation, our customer service team went ahead and beyond to re-check the location before we dispatched a device to you. They urgently notified you of the technical issue affecting coverage at your location and also issued you a full refund on the same day also.


Kind Regards
Moving internet

Réponse de Moving internet

14 mars 2025

Hello Jason,
Thank you for providing us with your feedback. We sincerely apologise for any inconvenience experienced.

This has been looked into, and I can see that you contacted us regarding our router saying it came wrapped in a plastic sleeve which had written on it by Royal Mail saying, "We're very sorry the enclosed item has reached you in this condition". I can also see that you stated that it was in a working condition and that Royal Mail included a paper apologising for the state it was in.

I have searched through our customer service support inbox as part of the investigation but didn't find any further emails from your email address, which means, unfortunately, the customer service team had not been contacted regarding experiencing speed issues during your hire period.

There are a number of external factors that can affect the speed. Hence, reaching out to us by replying to the hire confirmation email to notify us of a speed issue would have meant the team would investigate the issue to first identify the cause and see if it can be resolved remotely. Else, if one of the other data providers we use has a better speed at that location, a replacement device could then be dispatched.

Unfortunately, we were not made aware, so we were unable to investigate the issue during your hiring period. Sorry for any inconvenience experienced.


Kind Regards
Moving internet

Réponse de Moving internet

7 mars 2025

Hello Kay,

Thank you for providing us with your feedback. We sincerely apologise for any inconvenience experienced.

This has been investigated, and I can see your hire ended on a Friday, but you posted the device back to us 3 days after your hire ended. Based on the Royal Mail website, the Post office where you posted the device back from is open all day on Fridays and 9 am - 1 pm on Saturdays. But you dropped it off at your local post office the following week Monday(3 days late) instead of Friday, which was the day your hire ended.

Hired Devices are meant to be returned (dispatched back to us) on the day the hire ends.


Kind Regards
Moving internet

Réponse de Moving internet

16 déc. 2024

Hello Muriel,
Thank you for your feedback.

This has been investigated, and I can also see you sent us an email regarding the internet speed towards your hire end date. A speed test was requested by our customer service team and a guide on how to perform the speed test was also provided, but we didn’t receive any. The customer service representative had recommended sending a replacement device running on a different network, but you declined saying you are getting your broadband connection.

I can also see that you paid for 3 days extension later and the tracking code shows us that you have posted back the device at the end of your extension date.
Kind regards
Moving Internet

Réponse de Moving internet

Actualisé le 16 déc. 2024

Hello Nicholas,
Thank you for your feedback.

This has been investigated, and I can see the deduction was because you kept the device with you for 2 extra days. (The return tracking code shows us the date the device was dropped off at the post office). So, the additional days of hire cost was deducted from your deposit, and the balance amount was refunded to you. I can see this was also explained in detail by a customer service team member.

Kind regards,
Moving Internet